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D1.HBS.CL5.12
Assessor Manual
Provide Food and
Beverage Services
D1.HBS.CL5.12
Assessor Manual
Project Base
Acknowledgements
The Association of Southeast Asian Nations (ASEAN) was established on 8 August 1967. The Member
States of the Association are Brunei Darussalam, Cambodia, Indonesia, Lao PDR, Malaysia, Myanmar,
Philippines, Singapore, Thailand and Viet Nam.
The ASEAN Secretariat is based in Jakarta, Indonesia.
General Information on ASEAN appears online at the ASEAN Website: www.asean.org.
All text is produced by William Angliss Institute of TAFE for the ASEAN Project on “Toolbox Development
for Front Office, Food and Beverage Services and Food Production Divisions”.
This publication is supported by Australian Aid through the ASEAN-Australia Development Cooperation
Program Phase II (AADCP II)
Copyright: Association of Southeast Asian Nations (ASEAN) 2013
All rights reserved.
Disclaimer
Every effort has been made to ensure that this publication is free from errors or omissions. However, you
should conduct your own enquiries and seek professional advice before relying on any fact, statement or
matter contained in this book. ASEAN Secretariat and William Angliss Institute of TAFE are not
responsible for any injury, loss or damage as a result of material included or omitted from this course.
Information in this module is current at the time of publication. Time of publication is indicated in the date
stamp at the bottom of each page.
Some images appearing in this resource have been purchased from various stock photography suppliers
and other third party copyright owners and as such are non-transferable and non-exclusive.
Additional images have been sourced from Flickr and are used under:
http://creativecommons.org/licenses/by/2.0/deed.en
http://www.sxc.hu/
http://www.stockfreeimages.com
File name: AM_Provide_F&B_Services_Final
Table of Contents
Competency Based Assessment (CBA) – An introduction for assessors............................... 1
Competency Standard ........................................................................................................ 11
Oral Questions .................................................................................................................... 25
Written Questions ............................................................................................................... 41
Answers to Written Questions ............................................................................................. 55
Observation Checklist ......................................................................................................... 67
Third Party Statement ......................................................................................................... 73
Competency Recording Sheet ............................................................................................ 79
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Assessor Manual
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Assessor Manual
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Competency Based Assessment (CBA) – An introduction for assessors
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Assessor Manual 1
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Competency Based Assessment (CBA) – An introduction for assessors
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Competency Based Assessment (CBA) – An introduction for assessors
Assessment decisions are based on available evidence that can be produced and
verified by another assessor
Assessments are conducted within the boundaries of the assessment system policies
and procedures
Formal agreement is obtained from both the candidate and the assessor that the
assessment was carried out in accordance with agreed procedures
The candidate is informed of all assessment reporting processes prior to the assessment
The candidate is informed of all known potential consequences of decisions arising from
an assessment, prior to the assessment
Confidentiality is maintained regarding assessment results
The assessment results are used consistently with the purposes explained to the
candidate
Opportunities are created for technical assistance in planning, conducting and reviewing
assessment procedures and outcomes.
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Competency Based Assessment (CBA) – An introduction for assessors
“At the end of each Element of Competency there are Work Projects which must be
completed. These projects require different tasks that must be completed.
These work projects are part of the formal assessment for the unit of competency titled
X:
You are required to complete these activities:
a) Using the ‘X’ method of assessment
b) At ‘X’ location
c) You will have ‘X time period’ for this assessment
You are required to compile information in a format that you feel is appropriate to the
assessment
Do you have any questions about this assessment?”
Commence Work Project assessment:
The assessor may give time for participants to review the questions at this time to
ensure they understand the nature of the questions. The assessor may need to
clarify questions
Participants complete work projects in the most appropriate format
Participants must submit Work Project evidence to the assessor before the
scheduled due date
Assessor must assess the participant‟s evidence against the competency standards
specified in each Element of Competency and their own understanding. The assessor
can determine if the participant has provided evidence to a „competent‟ standard
Transcribe results/details to Competency Recording Sheet
Forward/file assessment record.
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These specifications relate to the use of a relevant workplace person to assist in determining
competency for candidates.
The Third Party Statement is to be supplied by the assessor to a person in the workplace
who supervises and/or works closely with the participant.
This may be their Supervisor, the venue manager, the Department Manager or similar.
The Third Party Statement asks the Supervisor to record what they believe to be the
competencies of the participant based on their workplace experience of the participant. This
experience may be gained through observation of their workplace performance, feedback
from others, inspection of candidate‟s work etc.
A meeting must take place between the Assessor and the Third Party to explain and
demonstrate the use of the Third Party Statement.
To complete the Third Party Verification Statement the Assessor must:
Insert candidate name
Insert name and contact details of the Third Party
Tick the box to indicate the relationship of the Third Party to the candidate
Present the partially completed form to the Third Party for them to finalise
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Competency Standard
Competency Standard
UNIT TITLE: PROVIDE FOOD AND BEVERAGE SERVICES NOMINAL HOURS: 120
UNIT NUMBER: D1.HBS.CL5.12
UNIT DESCRIPTOR: This unit deals with skills and knowledge required to deliver food and beverage service to in houseguests within
the dining areas of the establishment
ELEMENTS AND PERFORMANCE CRITERIA UNIT VARIABLE AND ASSESSMENT GUIDE
Element 1: Prepare food and beverage Unit Variables
environment for service The Unit Variables provide advice to interpret the scope and context of this unit of
1.1 Check requirements for the upcoming competence, allowing for differences between enterprises and workplaces. It relates to the
service session unit as a whole and facilitates holistic assessment.
1.2 Check cleanliness of the facility and This unit applies to the provision of table service of food and beverages in a food
conduct spot and makeup cleaning as establishment within the labour divisions of the hotel and travel industries and may include:
required 1. Food and Beverage Service
1.3 Set up dining area for trading session 2. Food Production
1.4 Process incoming reservations to the Requirements for the upcoming service session may include:
establishment
Checking reservations, including names, group sizes, special requests, time of arrival
Element 2: Set tables
Checking menu for the session, including explanation of the menu by kitchen staff,
2.1 Match table setting to menu for the session identification of items that are short/off the menu, items that the kitchen wants to clear,
2.2 Set tables and dress where appropriate and potential service problems the kitchen has anticipated
2.3 Complete final inspection of room and table Checking internal requirements for the session, such as special service protocols, arrival
set ups and treatment of VIPs, priorities and/or limitations for service.
2.4 Identify and report recurring problems with Spot and makeup cleaning may include:
set up to the appropriate person to prevent
Internal areas, such as dining area, toilets, public areas and entrances, bars, waiting
recurrence
areas
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Competency Standard
Element 3: Meet and greet guests External areas, such as car parks, gardens, walkways and footpaths
3.1 Welcome guests on arrival Furniture and equipment
3.2 Seat guests at nominated or designated Walls, floors, ceilings, light fittings, curtains, doors and windows
tables
Tables, chairs and waiting stations.
3.3 Offer pre-meal services
Set up dining area may include:
3.4 Present menus and wine/drink lists
Positioning tables and chairs in line with bookings
3.5 Provide service advice and information to
guests Creation of seating plans
Element 4: Take food and beverage orders Allocation of waiting stations to staff
4.1 Take beverage orders and food orders Preparing butter for service in line with house standards,
4.2 Sell menu items and drinks proactively Adjustments to environmental factors, including air conditioning, lighting, music systems
4.3 Recommend wines and drinks to Compliance with enterprise standards and legislated requirements of the host country in
accompany selected foods relation to patron safety and/or comfort
4.4 Respond to guest queries regarding menu Ensuring safety of all items to be used
items and drink choices
Checking readiness of cash registers, electronic ordering systems and other items and
4.5 Transfer orders to service and preparation
enterprise-specific equipment for service.
points
4.6 Adjust settings/covers to reflect menu items Table settings must include crockery, cutlery, glassware, linen and condiment compatibility
selected with:
4.7 Liaise with other staff regarding intended table d‟hôte menus
service delivery A la carte menus
Element 5: Serve food Function and banquet menus
5.1 Serve bread rolls at table House specials
5.2 Serve dishes as ordered by guests Service session, that is, to accommodate differences between breakfast, lunch, dinner
5.3 Check guest satisfaction as part of service and supper
delivery Service style, including matching set up to silver service, semi-silver service, gueridon,
plated, or self-service style.
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Competency Standard
5.4 Take remedial action in the event of guest Set tables should relate to:
dissatisfaction
Positioning tables and chairs according to pre-prepared seating plans
5.5 Clear table at appropriate times throughout
meal and on completion of meal Laying cloths
Element 6: Serve drinks Folding napkins
6.1 Serve pre-dinner drinks to table Setting crockery, cutlery, glassware, linen, condiments and table dressings to match
6.2 Serve wines to table menus and house standards
6.3 Serve after-meal drinks to table Dressing tables for a variety of special occasions and functions, including meeting
internal service standards and advertised/promised appearances as well as meeting
6.4 Coordinate timing of beverage service to
special requests from guests
match courses/menu items being served
6.5 Clear glasses and beverage items Final inspection of room and table set ups should include:
Element 7: Present account to guest Replacing unclean, inappropriate, or otherwise unsatisfactory items
7.1 Compile guest account ready for Adding missing items
presentation Cleaning and polishing, as required
7.2 Present account to guest
Final confirmation of bookings, special requests, seating plan and station allocations
7.3 Accept payment for account
Welcome guests may include:
7.4 Process payment of account
Element 8: Provide departure services Greeting guests by name, where known
8.1 Assist guest in leaving table Checking for and confirming reservations, where applicable
8.2 Provide end-of-service assistance, as Application of house standards for welcoming guests, including use of appropriate
required terms, phrases and greetings
8.3 Farewell guests Seat guests should include:
Element 9: Conduct shut down activities Escorting guests to table
9.1 Turn off electrical and service-related Interacting with guests
equipment, where appropriate
Withdrawing chairs and seating guests
9.2 Remove used linen items for laundering
Unfolding and lapping napkins
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Competency Standard
9.3 Store, stock and replenish, where Service advice and information should include:
necessary, for next service session Explaining and describing menu items, including preparation time, ingredients, cooking
9.4 Dispose of waste style and other unique features of dishes
9.5 Clear and clean service area and service Actively promoting and selling menu items, as nominated by management or the
items kitchen, with special emphasis on-selling „extras‟
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Competency Standard
Demonstrated ability to monitor guest service throughout service sessions and take
appropriate remedial action to address issues arising during service
Demonstrated ability to effectively interact with guests to enable optimal selling,
resolution of conflict, settlement of complaints and maximising positive guest experience
Context of Assessment
Assessment must ensure:
Actual or simulated workplace application of food and beverage service which must
include:
Setting up dining areas ready for service
Greeting and seating guests
Taking food and beverage orders
Serving food and beverages
Presenting accounts and processing payment
Fare welling guests
Conducting end-of-shift duties
Resource Implications
Training and assessment must include the use of real or simulated menu items and
beverages, service items, utensils, equipment, cash and guests.
Assessment Methods
The following methods may be used to assess competency for this unit:
Observation of practical candidate performance
Feedback from guests who have been served
Oral and written questions
Third party reports completed by a supervisor
Project and assignment work
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Competency Standard
Planning and organising activities 1 Liaise with other staff to enable timely
service delivery
Working with others and in teams 1 Cooperate with other staff to provide
service
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Oral Questions
Oral Questions
Student name
Assessor name
Location/venue
Response
Questions
C NYC
1. Why is it important to understand your roles and responsibilities at the
start of the shift?
2. Besides the actual dining area itself, what are other areas that need to be
checked for cleanliness before service commences?
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Response
Questions
C NYC
3. What is a floor plan and how is it helpful in setting up the dining area?
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Response
Questions
C NYC
6. What are some tips for setting a table?
8. What are examples of recurring problems that may take place when
setting up for service?
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Oral Questions
Response
Questions
C NYC
9. How can you welcome a customer in a professional manner?
10. After a customer has been seated, what can the waiter do or offer?
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Oral Questions
Response
Questions
C NYC
12. Who should you give the wine list to?
13. Why is it a good idea to ask questions before offering food and beverage
advice or recommendations?
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Oral Questions
Response
Questions
C NYC
15. How can you pro-actively sell items?
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Oral Questions
Response
Questions
C NYC
18. Why is it important for orders to be relayed accurately to bar and kitchen
staff?
19. Why is it important to adjust items on the table after the order has been
taken?
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Oral Questions
Response
Questions
C NYC
21. Whilst many restaurants serve bread at the start of a meal, what are
possible alternatives?
22. When placing meals in front of guests, what position on the plate should
meat be located and why?
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Oral Questions
Response
Questions
C NYC
24. If a customer has a complaint with a meal during the three minute check
what should you do?
25. When clearing plates from a table, do you do it as each person finished
their meal or do you wait until everyone has finished?
26. What are some checks a beverage server will undertake when collecting
drinks from the service area?
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Oral Questions
Response
Questions
C NYC
27. What are common pieces of equipment that are used in the service of
wine?
28. What are the steps associated with serving liqueur coffee?
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Oral Questions
Response
Questions
C NYC
30. When is the appropriate time to clear beverage glasses and other
associated items?
32. Who do you normally present the customer account to at the end of a
meal?
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Oral Questions
Response
Questions
C NYC
33. Once an account has been placed on the table should you continue to
stand at the table? Why?
34. Describe the steps in processing payment involving credit card using a
manual an electronic system.
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Oral Questions
Response
Questions
C NYC
36. What is the purpose of providing end of service assistance?
38. What types of equipment need to be cleaned and stored at the end of a
shift?
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Oral Questions
Response
Questions
C NYC
39. Why is it important to check and count linen at the end of the shift?
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Oral Questions
Response
Questions
C NYC
42. What are ways to maintain a clean and hygienic work place?
43. What is the importance of having a debrief session at the end of a shift?
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Oral Questions
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Written Questions
Written Questions
Provide Food and Beverage Services – D1.HBS.CL5.12
1. Checking reservations is an important part of understanding trade for the day. What
information do you want to check in relation to reservations?
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3. Before the commencement of service, what are some areas that need to be checked
for cleanliness?
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4. What are different pieces of equipment that need to be checked and prepared before
service?
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9. When checking cleanliness of the room and tables, what are you looking for?
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11. What are some special needs that must be addressed when welcoming a customer?
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Written Questions
12. What are the steps associated with welcoming a customer and escorting them to the
table?
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13. What are different types of pre-meal services that can be offered to the customer,
especially if their table is not ready?
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14. What are activities associated with presenting menus and drinks lists?
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15. What are common enquiries customers have in relation to food menu items?
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18. Besides the main meal, what are additional items that be sold to the customer to
increase sales?
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19. When recommending wine to match food, what foods are suited with white wine and
red wine respectively?
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Written Questions
20. How do you handle questions where you don‟t know the answer?
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21. At times, the food server may need to talk to the chef when relaying an order. What
information needs to be discussed?
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23. What staff may food and beverage servers communicate with during a shift?
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Written Questions
24. What is the purpose of serving bread at the start of the meal?
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25. When collecting food from the kitchen, what checks should food servers make?
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Written Questions
28. What are common problems customers may have with their food?
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29. What are some options to resolve a food related customer complaint, during the three
minute check?
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30. What is the usual sign a customer has finished their meal?
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Written Questions
32. What are tips to remember when placing drinks on the table?
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33. Why is it important to present the bottle to the customer before opening?
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35. What are examples when it is important to synchronise food and beverage?
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37. What are the steps associated with preparing the customer account?
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39. Why is it important for food and beverage service staff to keep a watchful eye over
tables after accounts have been given?
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Written Questions
40. What are common methods in which customers can settle accounts?
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Written Questions
44. What are common activities that take place at the end of the service session, in
preparation for the next shift?
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45. What are the steps associated with handling linen at the end of a shift?
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46. What are items that are normally replenished at the end of the shift?
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Written Questions
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Answers to Written Questions
The following are model answers only – Trainers/Assessors must use discretion when
determining whether or not an answer provided by a Student is acceptable or not.
Number of guests
Size of bookings
Customer‟s arrival time
Special requests
Needs of guests.
3. Before the commencement of service, what are some areas that need to be
checked for cleanliness?
4. What are different pieces of equipment that need to be checked and prepared
before service?
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Answers to Written Questions
A la carte is the term used for a menu that has individually priced dishes
A table d‟hôte menu is a menu that has a set price for a number of courses.
Beer glasses
Wine glasses – still and sparkling
All-purpose glasses
Cocktail glasses
Liqueur glasses and fortified wine glasses
Carafes for the service of house wines to table
Jugs for beer, soft drink and mixed drinks
Irish coffee/liqueur-spirit coffee mugs.
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Answers to Written Questions
9. When checking cleanliness of the room and tables, what are you looking for?
Crumbs on chairs
Lop-sided, creased, dirty or otherwise unsuitable table cloth
Missing items from the cover or table
Missing, damaged or unstable tables and chairs
Incorrect covers set on a table
That the actual table positions reflect the set floor plan
Rubbish on the floor, in pot plants etc.
Flies or insects.
11. What are some special needs that must be addressed when welcoming a
customer?
12. What are the steps associated with welcoming a customer and escorting them to
the table?
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Answers to Written Questions
13. What are different types of pre-meal services that can be offered to the
customer, especially if their table is not ready?
Bar service
Lounge and waiting areas
Reading materials
Free refreshments
Telephone services
Business related services
Valet services
Participation in special displays or promotions.
14. What are activities associated with presenting menus and drinks lists?
15. What are common enquiries customers have in relation to food menu items?
Ingredients in dishes
Cooking/preparation times
Whether things like MSG, sugar, and flour are present in dishes
Serve sizes
Whether items are fresh, frozen, canned, etc
Why a certain dish has the name it does
What different cooking styles mean
Menu and cooking terminology.
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18. Besides the main meal, what are additional items that be sold to the customer to
increase sales?
19. When recommending wine to match food, what foods are suited with white wine
and red wine respectively?
20. How do you handle questions where you don’t know the answer?
21. At times, the food server may need to talk to the chef when relaying an order.
What information needs to be discussed?
Timing issues
Co-ordination of service
Cultural issues
Dietary requirements
Special requests
How steaks are to be cooked
Entrees required as main courses
Explanation of tables and their orders.
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23. What staff may food and beverage servers communicate with during a shift?
24. What is the purpose of serving bread at the start of the meal?
Takes away hunger pains that customers may have whilst waiting for meals
Is an added element of service to a meal
Is seen as added value in the eyes of the customer
Can be used to accompany menu items – whether to „soak, mop or scoop‟ items
Often to accompany entrees or starters
It is a cheap „additional course‟
May be charged and therefore a method to increase revenue.
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25. When collecting food from the kitchen, what checks should food servers make?
Checking that the right meal has been prepared and any requested preferences
have been accommodated
Checking the plate to make sure there are no marks, spills or drips
Checking the quality of the item
Checking with the chef to identify how a particular item has been cooked
Checking if special condiments need to go with the order
Checking to make sure there is uniformity between dishes
Ensuring correct temperature of the dish.
When a meal has been served to the customer, it is important for service staff to revisit
the table a few minutes later to check that the meals are to the customer‟s satisfaction.
Drinks
Extra condiments
Extra cutlery
Extra crockery
Extra glassware
More serviettes
A finger bowl
A scrap bowl – depending on the menu item being served.
28. What are common problems customers may have with their food?
29. What are some options to resolve a food related customer complaint, during the
three minute check?
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30. What is the usual sign a customer has finished their meal?
When guests place their knife and fork together in the centre of the plate this is the
usual sign that they have finished their meal.
32. What are tips to remember when placing drinks on the table?
When unloading trays, you may have to slightly twist your body with the tray
positioned slightly away from your side
All drinks should be announced when being placed on the table
Remember to bend your knees when serving from a tray
Work anti-clockwise around the table, repeating the above procedures until the last
drink is served
Drink waiters should work anti-clockwise around the table, and food waiters should
work in a clockwise direction
Use coasters or napkins under drinks when and where required.
33. Why is it important to present the bottle to the customer before opening?
35. What are examples when it is important to synchronise food and beverage
service?
In bar situations where snacks are provided with drinks, such as nuts, chips etc
Initial service of drinks should come quickly
Refills of drinks to coincide with next food courses
Coffees and cakes are often served together
Where beverages compliment the meal, such as:
Wines to accompany courses
Dessert wines or coffee that is served with dessert
Ports and cheese
Champagne and birthday cakes or other celebrations.
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Used glasses
Unused glasses
Empty wine and beer bottles
Discarded garnishes, spoons and straws.
37. What are the steps associated with preparing the customer account?
An account folder.
39. Why is it important for food and beverage service staff to keep a watchful eye
over tables after accounts have been given?
40. What are common methods in which customers can settle accounts?
Paying cash
Paying via credit card through using a manual or electronic system
Using EFTPOS facilities – „Electronic Funds Transfer at Point Of Sale‟
In selected situations customers may settle their accounts by:
Charging to their room
Charging a house account. These are used for functions or corporate events
Presenting vouchers for nominated amounts and/or items/services
Paying by cheque.
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44. What are common activities that take place at the end of the service session, in
preparation for the next shift?
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45. What are the steps associated with handling linen at the end of a shift?
Collected. They are normally collected and placed in one location, central to all
tables
Sorted into different types of linen including:
Napkins
Table linen
Service cloths
Cleaning cloths
Checked. As part of the sorting process any linen deemed to be damaged or
requiring special cleaning will be identified
Counted
Separated
Forwarded to the appropriate location.
46. What are items that are normally replenished at the end of the shift?
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Congratulate staff on work that has been well done during service
Highlight and lead discussion on problems and issues that arose
Provide the staff with feedback from their perspective of how the session went
Review the quality of service delivery provided
Encourage staff to identify issues of concern to them
Present issues and details of what can be expected in the next session
Thank staff for their efforts and contribution.
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Observation Checklist
Observation Checklist
Student name
Assessor name
Location/venue
Dates of observation
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Check cleanliness of the facility and conduct spot and makeup cleaning as
required
Identify and report recurring problems with set up to the appropriate person to
prevent recurrence
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Farewell guests
Store, stock and replenish, where necessary, for next service session
Dispose of waste
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Strengths:
Improvements needed:
General comments:
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Third Party Statement
The student is being assessed against industry competency standards and we are seeking
your support in the judgement of their competence.
Please answer these questions as a record of their performance while working with you.
Thank you for your time.
Do you believe the trainee has demonstrated the following skills? Not
Yes No
(tick the correct response] sure
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Do you believe the trainee has demonstrated the following skills? Not
Yes No
(tick the correct response] sure
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Do you believe the trainee has demonstrated the following skills? Not
Yes No
(tick the correct response] sure
Farewell guests
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Do you believe the trainee has demonstrated the following skills? Not
Yes No
(tick the correct response] sure
Store, stock and replenish, where necessary, for next service session
Dispose of waste
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Third Party Statement
Send to:
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Competency Recording Sheet
Name of Assessor/s
Comments/observations by
assessor/s
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Competency Recording Sheet
Place a tick () in the column to reflect evidence obtained to determine Competency of the student for each Performance Criteria.
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Competency Recording Sheet
Place a tick () in the column to reflect evidence obtained to determine Competency of the student for each Performance Criteria.
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Competency Recording Sheet
Place a tick () in the column to reflect evidence obtained to determine Competency of the student for each Performance Criteria.
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Competency Recording Sheet
Place a tick () in the column to reflect evidence obtained to determine Competency of the student for each Performance Criteria.
Farewell guests
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Competency Recording Sheet
Place a tick () in the column to reflect evidence obtained to determine Competency of the student for each Performance Criteria.
Dispose of waste
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